[Nov 20, 2023] TopExamCollection CRT-261 dumps & Salesforce Service Cloud Consultant sure practice dumps
Salesforce CRT-261 Actual Questions and Braindumps
The Salesforce CRT-261 exam is composed of 60 multiple choice questions that must be completed within 105 minutes. The CRT-261 exam covers a wide range of topics, including Service Cloud implementation strategies, Service Cloud data model, Service Cloud automation, Service Cloud integrations, and Service Cloud analytics. CRT-261 exam is designed to ensure that certified professionals have a deep understanding of the Service Cloud platform and can provide comprehensive solutions to their clients. Successful completion of the CRT-261 certification exam demonstrates that a professional has the knowledge and experience required to consult on complex Service Cloud solutions and provide valuable insights to their clients.
NEW QUESTION # 23
Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.
Which channel should a consultant recommend to meet these requirements?
- A. Social Customer Service
- B. Chat
- C. Web-to-case
- D. Email-to-case
Answer: D
NEW QUESTION # 24
What is a benefit of a quality monitoring system? Choose 2 answers
- A. Teach new agents how to handle difficult situations
- B. Capture inappropriate word usage and generate reports
- C. Enforce a consistent standard of service for customer interaction
- D. Lower the average speed of answer (ASA)
Answer: B,C
NEW QUESTION # 25
UC has created permission sets granting access to object and fields in one of its sandboxes. How should a consultant deploy this permission set to prod?
- A. Manuallyre create the Permission sets
- B. Publish a Managed package
- C. Change set
- D. Create an Unmanaged package
Answer: C
NEW QUESTION # 26
A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts.
Which feature will help the support agent send this question to the right group of people?
Choose one answer
- A. Chatter groups
- B. Mass email
- C. Public groups
- D. Escalation rule
Answer: A
NEW QUESTION # 27
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers
- A. On a record Highlights Panel
- B. On the Calendar right hand panel
- C. On a record Activity Feed list
- D. On a utility bar of the Lightning App
Answer: C
NEW QUESTION # 28
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
- A. Use Process Builder for notifications and account teams to monitor cases.
- B. Use escalation rules for notifications and case teams to monitor cases.
- C. Use Process Builder for notifications and case teams to monitor cases.
- D. Use escalation rules for notifications and account teams to monitor cases.
Answer: C
NEW QUESTION # 29
A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members.
What should a consultant recommend?
- A. Define a custom field to identify the subject.
- B. Define article types with public sharing settings.
- C. Define topics for each knowledge article.
- D. Define data categories with custom visibility.
Answer: A,B,D
NEW QUESTION # 30
Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case.
What should a Consultant recommend to address this issue?
- A. Insert a reference Thread ID in the email subject template
- B. Convert to an On-Demand Email-to-Case setup
- C. Use Omni-Channel to automatically route inbound email
- D. Assign a user to manually manage incoming email
Answer: A
NEW QUESTION # 31
Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions?
- A. Adds an activity or sends an email from the case record
- B. All of the above
- C. Adds a related comment to the case
- D. Reads the case
- E. Edits the case
Answer: E
NEW QUESTION # 32
The cost of service for Universal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)
- A. Enable Live Agent to handle incoming service inquiries
- B. Enable Chatter for agent collaboration
- C. Enable Ideas in a customer portal
- D. Create auto-response templates for incoming emails
Answer: A,B
NEW QUESTION # 33
Universal Containers is exploring ways to provide its customers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers
- A. Add the Question action to Chatter in the community publisher.
- B. Use a community template to set up their customer community.
- C. Enable web -to -case on their public website.
- D. Enable Live Agent in their community to chat with an agent.
Answer: A,B
NEW QUESTION # 34
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support.
What solution should a consultant recommend to meet this requirement?
- A. Assign team-based roles to the associated product article types
- B. Assign team-based profiles to the associated product article types
- C. Assign team-based profiles to the associated product data category value
- D. Assign team-based roles to the associated product data category value
Answer: D
NEW QUESTION # 35
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers
- A. Add additional agents to lower average hold time.
- B. Simplify the interactive voice response (IVR) tree.
- C. Set up Email-to-Case.
- D. Use Assignment rules and case queues.
Answer: A,B
NEW QUESTION # 36
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. What report should the contact center manager present to executive management? Choose 2 answers
- A. Number of IVR inquiries without agent involvement
- B. Number of cases closed by a self-service user
- C. Number of cases created using portal
- D. Average call handle time by team
Answer: B,C
NEW QUESTION # 37
Which application will allow a client to enable Ideas on a public website?
- A. Partner portal
- B. Customer portal
- C. Sites
- D. Self-service portal
Answer: C
NEW QUESTION # 38
Universal Containers wants to automate case management for the web support team. When new cases come in from the website they should be routed to the support team to work in the order that they are submitted.
Which approach should a Consultant implement?
- A. Direct Messaging
- B. Case queues
- C. Lightning Component
- D. Contact Request flow
Answer: B
NEW QUESTION # 39
Cloud Kicks use a Console App to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact and service Contract. Service agents would like to share links to recently opened subtabs with other users to swarm on cases.
What should a consultant recommend to meet the requirements?
- A. Hitory Utility in the Utility bar.
- B. Recent Items set to Account object.
- C. Actions & Recommendations component.
- D. Screen flow launched from a global action.
Answer: B
NEW QUESTION # 40
Universal Containers need to determine whether the work orders and customer contacts should be stored as chil cases or on a related custom object.
Which three aspect should the consultant consider to meet the requirements?
Choose 3 answers
- A. Case closure rules on the original case
- B. Work order and customer contact escalation requiements
- C. Accoun team relationship to the primary contact
- D. Visibility and accesst to the work order records
- E. Total number of accound and contact records in the database
Answer: A,B,D
NEW QUESTION # 41
UC is concerned with system performance in its contact center because the number of records has exceeded 40 million. What platform functionality might be affected by the number of contact records?
- A. Contact related list load time
- B. Contact report run time
- C. Contact list view edit time
- D. Contact view page load time
Answer: B
NEW QUESTION # 42
Universal Containers has determined that case list views are slow to load because of the large number of cases in the system.
Which two actions will improve the performance of the list views? Choose 2 answers
- A. Reduce the number of fields displayed
- B. Filter the views by case owner
- C. Remove filter criteria from the views
- D. Restrict visibility of the views
Answer: A,B
NEW QUESTION # 43
Universal Containers has an upcoming maintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers
- A. Run and view Salesforce reports.
- B. Post report information on Chatter.
- C. Update case data for a customer.
- D. Review existing cases for an account.
Answer: A,D
NEW QUESTION # 44
Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?
- A. Configure Case Feed page layouts
- B. Add a Visualforce page to the Case layout
- C. Create Salesforce Classic Quick Action
- D. Configure the Case highlights panel
Answer: A
NEW QUESTION # 45
If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?
- A. Implement Lightning Guided Engagement
- B. Configure a Visual Flow Troubleshooting Action
- C. Define separate Record Types for Tier 1 and Tier 2
- D. Enable Omni-Channel Case assignment
Answer: A,B
NEW QUESTION # 46
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?
- A. Contact Salesforce to send a report on article efficacy.
- B. Install Knowledge Base Dashboards and Reports AppExchange package.
- C. Create a group of super users that will evaluate and manage articles.
- D. Send out a monthly survey to customers requesting feedback.
Answer: B
NEW QUESTION # 47
Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers
- A. Allows customers to search a knowledge base.
- B. Allows customers the ability to collaborate
- C. Allows customers to customize reports and dashboards
- D. Allows customers to customize their user interface
Answer: A,B
NEW QUESTION # 48
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Salesforce CRT-261 certification exam covers a range of topics including service cloud architecture, data and security, case management, knowledge management, contact center analytics, and integration. Candidates must demonstrate their knowledge and skills in these areas to pass the exam and obtain the certification. Certification Preparation for Service Cloud Consultant certification is a valuable asset for professionals who work in customer service and support as it demonstrates their expertise in Salesforce tools and technologies.
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